Me and my Sonera: a daunting tale of mystery, (by Jason Togneri and about a dozen Sonera employees) Sonera is a Finnish telecommunications provider. While working for Rovio, my home internet was paid for by my employer. During this period, Sonera regularly mixed up my bills with somebody elses, sent other companies bills to my workplace, et cetera. This gives you an idea of their level of competence. When I stopped working for Rovio in October 2013, they of course stopped paying my bills. In November 2013, I went to a Sonera shop in Itäkeskus and requested they change the address to my home address in Laajasalo. They said they had done so. This was a lie. At the end of December 2013, I received a bill from Sonera, forwarded to my from Rovios billing department, with a post-it note attached, politely requesting that I change my address. Grr. So on the 17th of January, I went to a Sonera shop in Porvoo, and asked them to change the address to Laajasalo. They said they had done so. This was a lie. At the end of January I recieved another bill forwarded from Rovio, again with a polite post-it note attached, asking my to change my billing address. On the 28th of January I phoned Sonera and again asked them to change it, also also to cancel the internet arrangement, because I was about to move house. I provided them with the new address. They said they had done so. This was a lie. In mid-Feburary I got another bill forwarded from Rovio, with a slightly exasperated post-it note attached, asking me to please change my postal address from Rovio to my own home. On the 13th of February I visited the Porvoo branch again, and asked about a strange bill where they claimed I had missed a payment, and also asked them to change my address, again to the new house. They said they had done so. They also said somebody would call me later that day. Both statements were a lie. However, somebody did call me on the 14th, told me that my internet was cancelled, and that my address had been updated. This was not a lie! I was expecting a bill for 25 euros for the final half month or so. At the beginning of March, I recieved the final bill for 25ish euros (to my correct home address!), plus another for 120 euros. Apparently I had missed a payment (40 euros) and had been sent a reminder, and then a second reminder. I hadnt recieved any reminders, presumably because they had gone to Rovio, who had done goodness knows what with them, rather than being sent to my home address. The invoice was for the 40 euros missed bill, and 40 euros EACH for the reminder letters. On the 11th of March, I phoned Sonera again and enquired about the matter. The guy was as confused as I was, and promised to look into it, and call me back. When I had recieved no calls after three hours, I called Sonera. It turns out that the guy had tried to call me back, but the number they had in their system wasnt mine (then how did they manage to call me on the 14th of February?). I talked to another guy, who reviewed the first guys notes, and told me that there was indeed a missing payment, but that I shouldnt have been charged 80 euros for two reminders. He knocked 70 euros off (as the maximum is 5 euros per reminder) and closed the case. Fair enough, if there is a missing payment its technically my fault for nonpayment, but its Soneras fault for never updating my address and causing all the delayed and out-of-order paperwork to flow to me via my former employer and my former home address. Fortunately its now only +10 euros instead of +80, and Im just not going to argue the point because Id rather pay the 10 euros and be done with Sonera once and for all. Gah. Ive had some sort of issues with most of the telecomms companies in Finland at some point or another, but never on this level. Sonera? Never again.
Posted on: Tue, 11 Mar 2014 12:43:56 +0000
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